oracle
Assistant Manager
EXL
Bengaluru, IND
Manager · 4–6 years experience
Hybrid
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About the Role
Platform specialist responsible for deeper diagnosis and resolution of Genesys Cloud CX incidents, routine configuration changes, and coordination with Genesys Care (OEM) for escalations.
Key Skills for This Role
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Responsibilities
- 4–6 years total IT/CX experience, including 3+ years hands-on administering/supporting Genesys Cloud CX (or Genesys Engage/PureCloud)
- Strong understanding of CCaaS architecture: ACD, IVR, ORS, skill-based routing, queues, WFM integration
- Hands-on experience with Genesys Cloud CX Architect, Data Actions, and REST APIs (Platform API)
- Familiarity with SIP trunking, WebRTC, and Genesys Cloud Edge/media path troubleshooting
- Working knowledge of ITIL incident/change management processes
- Basic scripting ability (Python or Bash) for diagnostics and light automation
- - 4–6 years total IT/CX experience, including 3+ years hands-on administering/supporting Genesys Cloud CX (or Genesys Engage/PureCloud) - Strong understanding of CCaaS architecture: ACD, IVR, ORS, skill-based routing, queues, WFM integration - Hands-on experience with Genesys Cloud CX Architect, Data Actions, and REST APIs (Platform API) - Familiarity with SIP trunking, WebRTC, and Genesys Cloud Edge/media path troubleshooting - Working knowledge of ITIL incident/change management processes - Basic scripting ability (Python or Bash) for diagnostics and light automation
Qualifications
- Genesys Cloud Certified Professional (GCP) certification
- Experience with Genesys Cloud CX Terraform provider or CLI for configuration-as-code
- Experience with Datadog APM/log correlation for Genesys Cloud CX
- Exposure to basic SRE concepts (SLIs/SLOs, alerting hygiene)
- - Genesys Cloud Certified Professional (GCP) certification - Experience with Genesys Cloud CX Terraform provider or CLI for configuration-as-code - Experience with Datadog APM/log correlation for Genesys Cloud CX - Exposure to basic SRE concepts (SLIs/SLOs, alerting hygiene)
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